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Main Objective

Meticulous manager with more than 7 years in the BPO industry, who undertakes complex assignments, meets tight deadlines and delivers superior performance. Possesses extended knowledge in the Business Process Outsourcing, from recruitment budgeting stage process to the operational execution. Applies strong project management skills to financial decisions from initiation, planning and executing of each project. Performs problems solving techniques to better inform senior management of the key trends with the objective in reducing company expenditures while increasing profitability. Operates with a strong sense of urgency and thrives in a fast-paced setting.

Work History

Sep-2017Present

Talent Acquisition Site Manager

VXI Global Solutions

Provides strategic direction to the development and implementation of a new BPO enterprise in the Guatemalan region.

  • Created Talent Acquisition and development strategy
  • Developed Branding and marketing strategies
  • Structured Short and long term market share strategies 
Jan-2017Sep-2017

Leader in Talent Acquisition

Xerox Corporation

Provided strategic direction to the talent acquisition team in the development and administration of staffing/employment/recruiting programs; while developing and implementing more complex recruiting strategies for assigned business segment or geography. Supports multiple clients, technology recruiting and/or executive level recruiting.

Achievements

  • Developed talent acquisition policies and control in a crucial period of separation which resulted in a YTD attrition of 3.5%
  • Developed incentive programs that reduced the cost per hire by program year to date by 50%.
  • Implementation of workload strategies that resulted in a efficiency increase of 20%.
  • Developed market strategy to differentiate Xerox from the rest and hold a competitive edge.
  • POC for Latin America recruiting project which will involve three countries.
Oct-2016Present

Finance Consultant

Enlace 502

Provides consulting in the return of investment for various types of entities in order to maintain the competitive edge. Development of strategies in the return of investment with the goal of maximizing the value of the company.

  • Return on capital investment strategy.
  • Accounts receivable strategies and pay through financial reasons.
  • Maximize the efficiency of the company's assets.
  • Strategic analysis for financial statements.
Jan 2016Jan-2017

Recruitment Manager

[24] 7 Inc.

Provided direction to a team in order to achieve demanding hiring targets while continuously reducing the cost per hire. Participates in forecasting meetings with relevant internal/external departments to elaborate the best strategy to source, hire and retain possible employees. Develops short-long term projects while continuously improve the department performance.  

  • Developed the hiring plan for the site based on candidate profiles and hiring capacity which resulted in a reduction the cost per hire by 10% in the first semester.
  • Presents to upper management complex strategies to  reduce the hire share and increase the amount of hires.
  • Develops process documents to improve efficiency while reducing waste.
  • Implementation of gamification system which resulted in a 20% improvement in department’s efficiency
  • Creates and implements innovative tools for assertive decision making
  • Develops creative proposals with specific strategies for distinctive clients.
Nov 2014Dec 2015

Workforce Manager

[24] 7 Inc.

Provided direction to a team that develops reports on daily workload. Controls master systems files with schedule information and shift preferences. Serves as initial contact point for all issues regarding schedules. Process day-off requests and update systems. Determines workforce requirements to meet service level and response time objectives. Determines agent schedules to meet call center objectives.

  • Monitors, and as necessary, coordinates compliance activities of other departments to remain abreast of the status of all compliance activities and to identify trends.
  • Collaborates with other departments (e.g., Risk Management, Internal Audit, Employee Services, etc.) to direct compliance issues to appropriate existing channels for investigation and resolution.
  • Developed department´s first incentive performance plan which motivated staff and resulted in a 20% increase in productivity over a six month period.
  • Developed several internal processes for payroll, which resulted in a reduction of defects.
  • Rolled out a new process to measure the productivity for staff members.
  • POC for programs billing, forecast, planning and performance management.
  • Implemented new methods for data analysis for the WFM team, in order to improve the areas of opportunity  .
Feb 2014Nov 2014

Quality Assurance Manager

[24] 7 Inc.

Managed a team of 8 – 10  highly trained quality specialists and provided guidance to team members in order to maintain the highest level of quality in our deliverable through continuous testing of functionality/usability and review of visual elements, proofreading, and validation during critical stages of development. 

  • Test functionality and review visual elements of small- and large-scale interactive deliverable
  • Document and facilitate communication and troubleshooting of issues, bugs, changes
  • Validate and close-out all issues prior to client delivery
  • Collaborate with other QA staff to accomplish all daily QA tasks on-time with a high level of quality
  • Develop process to ensure the highest level of quality assurance possible
  • Investigate procedures, workflows, and software to keep our processes up to date
  • Mentor QA team members and share expertise
  • Conduct daily touch base meetings with QA
Jul 2011Feb 2014

Operations Leader

[24] 7 Inc.

Managed a team of 15 supervisors, managed by providing direction the continuous changes in the environment, while providing exceptional results to upper management.

Achievements 

  • Revenue goals were surpassed by 110% compared to last year
  • Developed incentive program for operators while reducing administrative costs.
  • Coordinate teams to plan for coaching and feedback sessions 
  • Sales goals were surpassed by 25% in a two year period.
  • Developed KPI's to measure de performance for the site which resulted in a immediate increase in sales.
Oct 2010Jul 2011

Product Training Leader

[24] 7 Inc.

Provided direction and strategic action of the KPIs that have a direct impact the company. Responsible for the financial training department in banking accounts. Strategic analysis on the performance of newly hired employees with the objective of reducing turnover and desertion. 

Achievements

  • Responsible for monitoring mortgage regulation which resulted in a 25% reduction of errors.
  • Implemented ABCD coaching systems which resulted in a boost of productivity of 25%
  • Developed monitoring and control systems which increased the efficiency of the site.
  • Strategic communication plans to conduct meetings with various clients. 
Feb 2002May 2010

Sales Manager

Electronics Expo

Responsible for the development and execution of proposal for prospect clients based on their market and needs. Evaluated the performance of the sales team by establishing a triggers and reports to improve the sales performance.

  • 90% of the proposals were reached at closing, with a profit margin of 30%.
  • Strategic techniques were developed for customer management.
  • Sales targets were exceeded by 25% over a 2-year period.
  • Designed metrics to measure the performance of the equipment and resulted in a immediate increase in sales by 20%.

Education

20162017

Master's in Finance (M. Fin)

Universidad Galileo

• Corporate Finance Management
• Banking & Finance
• Entrepreneurship
• Investment Portfolio Analysis
• Profit Management
• Project Management
• Risk Management
• Stock Market Management

20162017

Postgraduate Degree - Finance and Financial Management Services

Universidad Galileo

• Accounting
• Budgeting
• Financial Analysis
• Investment Strategies
• Macro/micro economics
• Monetary policies
• Strategic Management Direction

References

  • Lic. Miguel Enrique Canales Mejía

General Manager – Químicos Globales de Centroamérica, S.A.

Telephone: 2384-0001

  • Lic. David Arturo Monzon

Sales Manager – People's Chicken 

Telephone: 3069-2007

  • Licda. Alejandra Class

Owner – HCG Ultimate Fat Loss

Telephone: 4978-3876